회원제 Fitness Club 서비스 품질이 고객 만족과 재 구매의도에 미치는 영향

다국어 초록 (Multilingual Abstract)

The purpose of this study was to investigate the influence of service quality on customer satisfaction and the customers` repurchase intentions at a membership fitness club in Seoul, South Korea. Additionally, the effect of the customer satisfaction on the repurchase intentions was examined. Depending on observance more than upon previous empirical findings, this study analyzed the following hypotheses: 1) Among the nine service quality factors, the influence of each service quality factor will be different on customer satisfaction with service. 2) Among the nine service quality factors, the influence of each service quality factor will be different on customer satisfaction with fitness involvement. 3) Among the nine service quality factors, the influence of each service quality factor will be different on overall customer satisfaction. 4) Among the two customer satisfactions factors, the influence of each service quality factor will be different on repurchase intentions. The study was conducted on subjects selected from a membership fitness club, and the subjects were randomly selected by utilizing the fitness clubs` member ship database system after consultation with the managers. A self-assessment questionnaire, developed for the doctoral dissertation of Chang of Ohio State University. Then, to analyze the data was utilized the multiple regression statistical Enter mothed. The findings in this study was as follows: 1) Among the nine service quality predictors, perceived service quality factor showed the highest unique relationship (β=.448) between the customer satisfaction with service. 2) Among the nine service quality predictors, perceived service quality factor showed the highest unique relationship (β=.377) between the customer satisfaction with fitness club involvement. 3) Among the nine service quality predictors, perceived service quality factor showed the highest unique relationship (β=.361) between the customers` repurchase intentions. 4) Among the two customer satisfaction predictors, customer satisfaction with service factor showed the more unique relationship (β=.412) than the customers` repurchase intentions.